AN INFORMATION SYSTEM TO IMPROVE CUSTOMER SERVICE IN A MAJOR RETIREMENT COMMUNITY

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1 AN INFORMATION SYSTEM TO IMPROVE CUSTOMER SERVICE IN A MAJOR RETIREMENT COMMUNITY Dr. Yousif Mustafa, Central Missouri State University, [email protected] ABSTRACT This paper describes a case study where the impact of implementing information technology resulted in a dramatic improvement in the level of customer service and health care provided to senior citizens living in a major retirement community. William Cox is one of the largest senior living communities in the State of Missouri, suffered from poor management of their data resources, such as the loss of residents diet information, continuous erroneous manual diet s, lack of human resources to execute frequent diet s, and low morale of employees. All these problems combined were potential for customer service deterioration and dissatisfaction and ultimately a profit loss. Keywords: customer service, SDLC, DFD, UML, mydiet, Use Case PROBLEM DESCRIPTION William Cox Community is one of the largest senior living communities, 400 acres, in the United States. Its mission is to enable adults to maintain dignity and independence through offering, at a good value, a high quality housing and residential, social, recreational, cultural, and health services. From health care to lawn care, security to snow removal, the village offers a lifestyle that's virtually worry-free. Prior to admitting any senior citizen to the William Cox Community, he/she will be subjected to a thorough medical examination, called diagnosis-priorto-admission, by a physician. The physician, based on diagnosis and the resident s personal food taste preference, will then design a diet regime for the new resident. This diet regime will then be sent manually to the dietary unit manager who is responsible for instructing the kitchen unit to prepare three daily s for all residents according to their diet regimes. The dietary unit manager keeps all diet regimes and food preferences for all residents in a small database on a personal computer. Every time a resident requests a in his/her diet or food preference, he/she to hand deliver the request to a nurse during the nurse s daily round. These requests are collected and saved in a nearby nurse station. After receiving the request, the nurse may approve it or send it manually to the resident s physician for a decision. Next, the nurse to walk to the dietary unit office to hand deliver the decision to the unit manager. Finally, the manager would make the on his/her database, print a new diet slip, and hand it to the kitchen unit. The resident will not see any in his/her before eating at least ten s based on the old regime or food preference that he/she did not like. It is needless to explain residents dissatisfaction, which means eventually a loss of profit. After conducting multiple interviews with the village personnel, we were able to summarize these problems as follows:. Long walking distances for nurses in order to collect requests in diet and food preferences. 68

2 AN INFORMATION SYSTEM TO IMPROVE CUSTOMER SERVICE IN A MAJOR IACIS Lack of human resources required to collect the requests 3. Possible loss of data when transferring information from nurse stations to the dietary unit then to the kitchen unit. 4. Diet s are prone to error since they are handled manually. 5. Long waiting times for residents before any in their food becomes effective. DESCRIPTION OF THE PROPOSED SYSTEM This is a typical classroom case study where the very basic concepts of Systems Analysis and Design are directly implemented. Although there are other valid approaches to software development, which may yield different alternatives, we have chosen to follow the top-down structured approach. Users Requirements Determination Our first task during the development process was to compile a list of requirements. As a result of conducting multiple interviews with William Cox personnel, it was made clear to us that there is a need for a system which would perform these functions:. Keeping three categories of detailed information about each resident: Personal, Diet, and reports (which include the initial diagnosis as well as any other follow up). 2. Allowing physicians, nurses, the dietary unit, and kitchen personnel to access residents diet information in order to provide faster response and eliminate errors. 3. Providing access to residents information from anywhere on campus, as well as any other William Cox facility. This will save the time and effort wasted on walking and remedy the lack of human resources needed to collect diet requests. Process Modeling After a thorough study of the functions of the proposed system (named mydiet), we modeled the system processes using Data Flow Diagrams (Hoffer et al., 999; Whitten et al., 200). Figure, below, shows the Context DFD, while Figure 2 shows Level-0 DFD. 's Info 0 mydiet Diet Info Dietery Unit Diagnosis Figure, the Context DFD of mydiet 69

3 IACIS 2003 AN INFORMATION SYSTEM TO IMPROVE CUSTOMER SERVICE IN A MAJOR Nurse request history D2 D6 D5 Info physician SSN Health Progress History diagnosis health progress Admit & Diagnose D old resident info resident info 3 Modify medical diagnosis food preferences D3 D4 Current decision diet & diagnosis info food preferences Food Preference new description description diet decision description Dietery Unit 2 Design a description ticket 4 Genarate a Ticket request Figure 2, Level-0 DFD of mydiet Although we decided to follow the structured approach, we think it is beneficial to show some analogous tools when following the object-oriented paradigm. A use-case diagram, shown in Figure 4, is one such tool, which is similar to the DFD s. It is used to understand the functionality of the system at a higher level. It illustrates in a very simple way the main functions of the system and the different kinds of users (actors) that will interact with it (Dennis et al. 2002). mydiet Admit residents <<include>> Diagnose design a Unit Manager <<include>> Instruct dietery unit Admit residents Provide information Request a Receive Change a Receive description Nurse Submit Prepare a <<include>> Dietery unit Figure 4, Use-Case using UML for the mydiet system Data Modeling In order for the system to function properly, the required pieces of data and their relationships have to be identified. We have utilized the Entity Relationship Diagram ERD, which is a 620

4 AN INFORMATION SYSTEM TO IMPROVE CUSTOMER SERVICE IN A MAJOR IACIS 2003 graphical tool showing data entities and their relationships (using the ERD Chen s notations explained in (Dennis and Wixom, 2000; Hoffer et al., 999; Jordan and Machesky, 990; Whitten et al., 200). The ERD for mydiet is shown in Figure 5 below, attributes are not shown, however, due to space limitation. Food Preference diagnoses shows follows designs Had Health Progress History Current Figure 5, The ERD of mydiet Again, it is important to highlight the fact that, when following the object-oriented paradigm to software development, there exists a tool, which is similar in purpose to the ERD. The class diagram, Figure 6 below, is a static model that shows the classes and the relationships among classes that remain constant in the system over time (it (Dennis et al. 2002). Person Component History Current diagnose..*..* FoodPreference shows..* HealthProgress..* Figure 6, The Class Diagram for mydiet Eventually, in our system, each entity had been translated into a database table. The primary key and the Foreign key for each table were identified. Additionally, in order to avoid any updating anomalous behavior (O Neil, 994) of these tables, we had to make sure that the tables are 62

5 IACIS 2003 AN INFORMATION SYSTEM TO IMPROVE CUSTOMER SERVICE IN A MAJOR normalized in the third normal form (3NF) using the tests described in (Ramakrishnan, 997; Ricardo, 990). Those tables will not been shown, however, due to space limitations. Forms and Reports In order to supply the system with the right information then receive the desired outcome, we have designed a number of forms and reports, a sample of which is shown in Appendix A, after extensive discussions with the end users. These forms and reports respectively are: New Information, Admission Information, Initial Diagnosis for Admission, Menu Information, Security Authorization, and Diet History Search for the Location, Food Types, s Summary List, Occupancy Summary Report, Food Ticket, and Periodic s Health Analysis System Construction After completing all the design work, our next task was to construct the system in order to produce fully functional software, which meets users requirements. During this step, we performed the following tasks:. Developing then testing all the programs using VB Creating the database and assigning the required access permissions for the different users. 3. Installing the network and the networking operating system then establishing all the links to all nurse stations and dietary office. 4. Documenting the various aspects of the system such as operation and trouble shooting. 5. Conducting the acceptance testing in order to verify that the system meets users requirements. 6. Training end users to perform the various functions of the system. Conversion Our final step is to implement the system and put it into a full operation mode. We have chosen the parallel conversion approach (Whitten et al., 200). In this approach, both the old and new systems are operated in parallel for a certain period of time in order to ensure that all business operations are gracefully carried out using the old system in case of an unexpected problem arises in the new system in spite of our extensive testing. CONCLUSION The system, that we have developed, will have a considerable impact on the organization from multiple points of view by creating a new dynamic and modifying exiting organizational relationships.. s, which are the most valuable assets of the organization, appreciate the fast response to their request in diet without any errors or excuses. This will boost the satisfaction of residents and their families, which will ultimately increase profitability. 2. For management, the reports generated by the system would provide them with a real-time access to information such as the number of residents, rate of housing occupancy, verifying whether the requested food is appropriate for certain resident without jeopardizing personal privacy. The system also would eliminate all errors resulted from the manual system, which may harm a resident s health and end up with a legal liability. Another direct impact of the error-free operations is the great drop in the amount of wasted food. 622

6 AN INFORMATION SYSTEM TO IMPROVE CUSTOMER SERVICE IN A MAJOR IACIS The system will enable physicians and nurses to quickly communicate with each other, access resident s health information, analyze their progress, and reach prompt and informed diet decisions. Nurses would be able to communicate much faster with the dietary unit to verify that the right is prepared and ready to be delivered. 4. Finally, employees view the system as a tool to help them perform in a better, professional, and free of errors fashion. This will result in a more confident and enthusiastic attitude toward their jobs. Workers specifically would appreciate the clearness and simplicity of the food ticket generated by the system. REFERENCES. Dennis, A, and Wixom, B. (2000). Systems Analysis & Design. NY: John Wiley & Sons, Inc. 2. Dennis, A, Wixom, B, and Tegarden. (2002). Systems Analysis & Design, An Object- Oriented Approach with UML. NY: John Wiley & Sons, Inc. 3. Hoffer, J, George, J, and Valacich, J. (999). Modern Systems Analysis & Design. MA: Addison-Wesley. 4. Jordan, E, and Machesky, J. (990). Systems Development. MA: PWS-Kent Publishing Company. 5. O Neil, P. (994). Database, Principles, Programming, Performance. CA: Morgan Kaufman Publishers, Inc. 6. Osborne, L, and Nakamura, M. (2000). Systems Analysis for Librarians and Information Professionals. CO: Libraries Unlimited, Inc. 7. Ramakrishnan, R. (998). Database Management Systems. NY: WCB/McGraw-Hill. 8. Ricardo, C. (990). Database, Principles, Design, & Implementation. NY: Macmillan Publishing Company. 9. Whitten, J, Bently, L, and Dittman, K. (200). Systems Analysis and Design Methods. NY: McGraw Hill Irwin. Sample reports and forms APPENDIX A 623

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